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GoodLink Installation Guide

15

 

2 Troubleshooting 

This chapter describes how to troubleshoot your handheld. It 
includes troubleshooting information for setting up your handheld, 
and error messages that might occur on the handheld. If you still 
experience difficulties after following these instructions, contact 
Good Technology at 1-800-478-3714.

This section includes information on:

•

Cradling your handheld

•

Resetting your handheld

•

Common problems and solutions

•

Handheld error messages

Содержание RIM 957

Страница 1: ...GoodLink Wireless Corporate Messaging Preparing Your Handheld Installation Guide Version 1 0 ...

Страница 2: ...GoodLink Installation Guide ...

Страница 3: ...GoodLink Wireless Corporate Messaging Preparing Your Handheld Installation Guide Version 1 0 ...

Страница 4: ...erry Exchange Edition the BlackBerry logo the envelope in motion symbol and Always On Always Connected are registered trademarks or trademarks of Research in Motion Limited in the United States and or other countries Mobitex is a trademark of the Swedish Telecommunications Administration that may be registered in some jurisdictions Outside In Wireless Export 2001 Stellent Chicago Inc All rights re...

Страница 5: ...lance 4 Preparing the Hardware 5 Preparing the RIM 957 5 Preparing the RIM 950 6 Installing Desktop Software 7 Setting Up Your Handheld 9 What Gets Synchronized 13 2 Troubleshooting 15 Cradling Your Handheld 16 Resetting Your Handheld 16 Common Problems and Solutions 17 Setup Problems 17 Installing Applications 17 Synchronizing 18 Changing Servers 18 ...

Страница 6: ...ing the Desktop Software 37 Upgrading Applications 38 Generating a New Encryption Key 39 Removing User Data 39 4 Upgrading to GoodLink Application Software 41 Backing Up Your Handheld 42 Preparing Your Handheld for GoodLink 42 Key Differences 43 Setup 43 Synchronizing 43 Email 44 Contacts 45 Calendar 45 Alarm Clock 45 Keyboard Shortcuts Copying Text 46 Other 46 Subject Index 47 Message Index 51 ...

Страница 7: ...mation on installing the cradle connector and GoodLink Desktop software The GoodLink Desktop software can be installed on any computer with Microsoft Windows 95 98 2000 ME NT and XP Microsoft Outlook 97 98 2000 and XP Serial port If this message appears your handheld is not set up If your handheld is set up the home screen appears ...

Страница 8: ...are on page 41 Getting Started Before preparing your handheld make sure Your Microsoft Exchange administrator has added your handheld to Microsoft Exchange You are signed up for a GoodLink service plan When you unpack your handheld write down the serial number for your handheld for example 041 15 156854 Keep this number handy in case your Microsoft Exchange administrator requests it On the RIM 957...

Страница 9: ...ance GoodLink Installation Guide 3 Your RIM 957 Handheld at a Glance Alt key LCD screen Power On Off Delete key Backspace key Escape key Trackwheel Enter key Space key Num Shift Cap Shift Serial number Cradle connector Reset button ...

Страница 10: ...ur Handheld 4 GoodLink Installation Guide Your RIM 950 Handheld at a Glance Battery lock Battery cover Reset button Cradle connector Backspace Escape key Trackwheel LCD screen Enter key Space key Alt key Cap Shift ...

Страница 11: ...ng cable The RIM 950 uses a standard AA battery Preparing the RIM 957 1 Place the cradle on your desk and connect the cable to a serial port on your computer 2 Attach one end of the power cord to the cable connector 3 Plug the other end of the power cord into a power outlet 4 Place the handheld in the cradle The RIM 957 has an internal battery that recharges automatically in the cradle ...

Страница 12: ...dheld in the cradle until it is fully charged about 3 hours However a full charge is not required for installation When the handheld is charging a symbol appears on the home screen Preparing the RIM 950 1 Place the cradle on your desk and connect the cable to a serial port on your computer 2 Remove the handheld from its holster ...

Страница 13: ...sktop Software Your handheld comes with a CD you can use to install GoodLink Desktop software and set up your handheld You can install the desktop software on any computer that runs Microsoft Windows 95 98 2000 ME NT or XP Before installing desktop software make no other application is using the serial port your handheld cradle is connected to To install desktop software 1 Insert the GoodLink Inst...

Страница 14: ...ation instructions The installer asks you to Read and accept the license agreement Specify an installation directory Specify a program group During installation the desktop software is copied to your computer s hard disk Select an installation directory Select a program group ...

Страница 15: ... to make sure your cradle is connected properly to your computer and your handheld is turned on and seated in the cradle 1 Follow the onscreen instructions Use the Next button to proceed to the next screen and the Back button to return to the previous screen 2 When a list of operations appears choose Install GoodLink software for the first time Click to set up your handheld ...

Страница 16: ...ink Installation Guide The setup program might ask you to specify the serial port your handheld is connected to the type of handheld you re setting up RIM 950 or RIM 957 a handheld password If a password has been set for the handheld ...

Страница 17: ...rates an encryption key for your handheld This key enables secure transmissions between your handheld and the network Connects your handheld with the wireless network Locates information in your Microsoft Outlook account on the Exchange server Note It can take up to five minutes for this process 5 When your handheld connects successfully with the wireless network you can remove it from the cradle ...

Страница 18: ...t Connection and synchronization time varies depending on network traffic and the amount of data stored in your Outlook account While your Outlook data is synchronized you ll see the following Messages appear at the bottom of the screen to indicate connection status When your handheld connects successfully a series of Y s for Yes appears A series of messages appears to show when data is added to y...

Страница 19: ... connection screen is unchanged for more than 15 minutes a connection problem might have occurred For more information see Troubleshooting on page 15 What Gets Synchronized After setup you should see the following personal information on your handheld All personal contacts Global address list contacts are not included Calendar appointments from two months ago and all future appointments All uncomp...

Страница 20: ...t folder is set for synchronization with your handheld Otherwise new email messages sent to that folder will not appear on the handheld For more information see the GoodLink User s Guide All notes Up to 4K of note text is included for each note Note The handheld only adds information stored in your Outlook account on the Exchange server It does not synchronize information stored in personal folder...

Страница 21: ...rmation for setting up your handheld and error messages that might occur on the handheld If you still experience difficulties after following these instructions contact Good Technology at 1 800 478 3714 This section includes information on Cradling your handheld Resetting your handheld Common problems and solutions Handheld error messages ...

Страница 22: ... computer and GoodLink Desktop software to set up the handheld again Otherwise ask the Microsoft Exchange administrator to do this for you Resetting Your Handheld In some situations the troubleshooting instructions in this section might require you to reset your handheld In this case press the Reset button on the back of the handheld Note The button is recessed Use a small thin instrument such as ...

Страница 23: ...re connected to an active serial port The handheld setup program checks all serial ports on your computer Make sure other applications on your computer are not using the port Check the signal strength indicator on the handheld Make sure you re in an area that can receive a strong signal Make sure your Microsoft Exchange administrator has added your handheld to the Exchange server If necessary send...

Страница 24: ...than the Inbox make sure that folder is set for synchronization with your handheld Otherwise new email messages sent to that folder will not appear on the handheld For more information see the GoodLink User s Guide Also check to make sure the email sender is not blocked For more information see the GoodLink User s Guide Changing Servers Not receiving email If your Microsoft Exchange administrator ...

Страница 25: ...ssages numbered 50 or above These messages describe hard errors what will terminate the startup This happens when the handheld cannot automatically recover from an error When an error message appears refer to the number at the beginning of the message to look up a detailed description of the cause Typical connection problems can include network outages server or software compatibility problems and...

Страница 26: ...rogress of services connecting to the Exchange server The message includes one status letter or dot for each required connection Meaning There are seven required services to connect They appear in this order 1 Email 2 Calendar 3 Contacts 4 Attachments email attachments 5 Administration overall email administration messages 6 Notes 7 Tasks As each service connects the following symbols appear in th...

Страница 27: ...ndheld cannot be used Meaning The handheld could not communicate with the wireless network within a required timeout period of a few minutes Remedy Make sure the handheld radio is on and the signal strength is high Reset the handheld to try again H No host found No Exchange server is available for the handheld E Error An Exchange failure or technical problem occurred F Failed authentication Exchan...

Страница 28: ...n will appear immediately after this message Meaning The handheld software is not compatible with the network Typically this occurs when the handheld software is older than the GoodLink Server software Remedy Cradle the handheld and reinstall the GoodLink Application software 13 Failure to send Severity Warning A transient failure occurred on the network or with the GoodLink Operations Center Mean...

Страница 29: ...uickly by Message 7 Remedy None required 15 Connecting Severity Informational Meaning The handheld is about to announce itself to the GoodLink Operations Center This can take several seconds Remedy None required 16 Device recognized Severity Informational Meaning This message appears the first time the handheld communicates with the GoodLink Operations Center and the center recognizes the handheld...

Страница 30: ...ed for the first time since adding software or removing applications and data The handheld is requesting connection information from the GoodLink Operations Center so it can communicate with the Microsoft Exchange server Remedy None required This can take several seconds 19 Radio off Severity Informational but indicates that no progress can be made Meaning While requesting connections See Message ...

Страница 31: ...service to the handheld Remedy This is an uncommon message Typically it occurs when the GoodLink Operations Center terminates support for the handheld because the handheld was reported lost or stolen the service contract was cancelled or the handheld was previously connected through another service for example BlackBerry RIM and the service has not been reactivated by Good Technology 22 Incorrect ...

Страница 32: ... happen when the X 25 lines are disabled Remedy If the problem persists the Microsoft Exchange administrator should contact Good Technology Good Technology will work with network partners to correct the problem 25 Network congestion Severity Warning Meaning A local radio tower or towers in the handheld s signal range is unusually congested The message will take longer to transmit Remedy None The h...

Страница 33: ...omer Support at 1 800 478 3714 Error number and message appears here When a Reset Error screen appears 1 Make a note of the error number and if possible try the suggested work around 2 If you can t fix the problem contact your Microsoft Exchange administrator Your administrator will work with Good Technology to correct the problem 50 Radio application not installed Meaning The handheld does not ha...

Страница 34: ... on the handheld 53 Missing a service Meaning During setup the handheld has requested a service that the GoodLink Operations Center either did not provide or that contains an error For a list of these services see Message 54 Remedy The Microsoft Exchange administrator should verify which services should be included on the handheld and make sure the GoodLink Operations Center knows about those serv...

Страница 35: ...ication software 61 Not in Good Technology s Group Meaning To use Good Technology s X 25 gateway Cingular must add the MAN of the handheld to the roster of handhelds authorized to communicate with Good Technology This has not happened Remedy The Microsoft Exchange administrator should report the problem to Good Technology Good will contact Cingular to register the handheld 62 Network denies servic...

Страница 36: ...make sure a service account is still active for the handheld 71 Attempting to connect before device is set up Meaning An email address Exchange server name or some other piece of information normally available during handheld setup is missing Remedy Cradle the handheld and reinstall ALL the GoodLink Application software 72 Service not found Meaning The handheld does not recognize a GoodLink Server...

Страница 37: ...No services are available for this handheld Remedy The Microsoft Exchange administrator should verify that the handheld account is enabled for the user The administrator should also verify with Good Technology that the service plan for the handheld is still valid 75 Not allowed more instances of a service Meaning A service has been requested more than once by the handheld Remedy The Microsoft Exch...

Страница 38: ...the handheld and enter the correct gateway number 78 Invalid version Please upgrade device software Meaning The handheld software is out of date and needs replacement Remedy Cradle the handheld and reinstall ALL the GoodLink Application software 79 Invalid data Possible version mismatch Meaning The handheld software is out of date and needs replacement Remedy Cradle the handheld and reinstall ALL ...

Страница 39: ...Remedy The Microsoft Exchange administrator should make sure the account is enabled for the handheld 83 Unknown failure Meaning A setup failure occurred that has an unknown cause No specific error condition is assigned Remedy The Microsoft Exchange administrator should examine the GoodLink Server log and the associated NT Event Application log to determine why the handheld might be getting this er...

Страница 40: ...Troubleshooting 34 GoodLink Installation Guide ...

Страница 41: ...ronize your handheld with your Outlook account Install it only if you want to set up your device or use desktop software features Your Microsoft Exchange administrator might already have the desktop software installed in a central location Check before installing a personal copy on your computer Installing the Desktop Software You can install the GoodLink Desktop software on any computer that runs...

Страница 42: ...n on your desktop Choose Run to run the setup exe program on the CD 3 Follow the installation instructions The installer asks you to Read and accept the license agreement Specify an installation directory Specify a program group During installation the desktop software is copied to your computer s hard disk Select an installation directory Select a program group ...

Страница 43: ...e desktop software click the Start button and choose Good Technology GoodLink from the Programs menu The desktop window appears Note The desktop software includes online Help To get Help click the Start button and choose Good Technology Help from the Programs menu Click Next to use the desktop software ...

Страница 44: ...ur handheld is on and seated in the cradle 2 If necessary start the desktop software The main window appears 3 Click Next 4 When the list of operations appears choose Upgrade GoodLink Software 5 Then click Next to start the upgrade It can take up to five minutes to upgrade the applications Click to upgrade applications ...

Страница 45: ... You switch handhelds You or Microsoft Exchange administrator switches GoodLink Servers To generate a new encryption key 1 Make sure your handheld is on and seated in the cradle 2 Start the desktop software and click Next 3 When the list of operations appears choose Generate a new security key Then click Next It takes about one minute to generate the new key Removing User Data You can use the desk...

Страница 46: ... again by following the instructions in Setting Up Your Handheld on page 9 To remove user data 1 Make sure your handheld is on and seated in the cradle 2 Start the desktop software and click Next 3 When the list of operations appears choose Wipe Data Then click Next A message appears asking you to confirm the removal 4 Click Yes to start the removal Click to remove user data ...

Страница 47: ...device and the BlackBerry RIM 950 device Important Before you start the upgrade make sure Your Microsoft Exchange administrator has added your handheld to Microsoft Exchange You have signed up for a GoodLink service plan Note If your Microsoft Exchange administrator has already upgraded your handheld you ll see the GoodLink home screen when you turn on the handheld If so skip ahead to Key Differen...

Страница 48: ...eld 4 Use the BlackBerry Desktop Manager to make a backup of your handheld Backup both the applications and data Set the backup aside for archive purposes 5 Use the BlackBerry Desktop Manger to remove the existing applications and data from your handheld 6 When you ve finished backing up your handheld make sure you exit the BlackBerry Desktop Manager Your handheld is now ready for GoodLink Applica...

Страница 49: ...ave to manually create a key Once your handheld is set up you don t need to run the GoodLink desktop software to synchronize applications on your handheld Instead this all happens wirelessly For details see Synchronizing on page 43 Synchronizing Applications on your computer are automatically synchronized with your handheld whenever the radio is on Synchronization happens wirelessly You do not hav...

Страница 50: ...your handheld is set up adding deleting or rearranging email folders in your Outlook account produces the same results on your handheld Email you delete from your handheld is automatically deleted from your computer Messages you delete on your handheld are stored in the Deleted Items folder Sent messages are automatically filed in your Sent Items folder rather than remaining in your Inbox You can ...

Страница 51: ...d you use to specify contacts a list of contacts that match the text you ve typed automatically appears You can assign a special notification tune for a contact Calendar On the RIM 957 your most recent calendar appointments appear automatically on the handheld home screen You can turn this setting on and off Because wireless synchronization always keeps your calendar up to date you can respond to ...

Страница 52: ...o enter an symbol Press Space again to enter a dot in an email address Press Space again to automatically enter a com suffix You can continue to press Space to cycle though com net gov and org suffixes Keystrokes to copy and paste text are also different Other GoodLink application menus include a Help command for all GoodLink applications Use the Quick Settings menu to power off your handheld You ...

Страница 53: ...ttery charging symbol 6 cover and lock 2 4 inserting on RIM 950 7 rechargeable 5 BlackBerry software comparison to GoodLink 43 upgrading to GoodLink 41 buttons and keys RIM 950 4 RIM 957 3 C calendar appointments on handheld 13 BlackBerry vs GoodLink 45 Cap key RIM 950 4 RIM 957 3 charging cable 5 com suffix entering 46 connection messages 12 connection problems 19 contacts BlackBerry vs GoodLink ...

Страница 54: ...tions gov suffix entering 46 H handheld adding to Exchange server 17 31 available space on 17 18 backing up 42 cradling 16 Good Technology roster of 29 lost or stolen 25 31 powering on off 46 preparing 1 42 resetting 16 21 setting up 9 troubleshooting 17 upgrading 39 41 hardware preparing 5 Help command on desktop 37 on handheld 46 home screen 1 41 I incoming messages 14 18 installation BlackBerry...

Страница 55: ...16 illustration of 16 RIM 957 3 4 RIM 950 keys and buttons 4 preparing hardware 6 RIM 957 keys and buttons 3 preparing hardware 5 S secure transmissions 11 serial number adding to Exchange server 17 25 conflicts 31 location on handheld 2 recognizing 23 recording 2 serial port conflicting applications 17 connection illustration 5 6 server log 33 servers changing 18 service conflict 25 service plan ...

Страница 56: ...ation Guide T tasks added to handheld 13 text copying and pasting 46 trackwheel clicking 7 on RIM 950 4 on RIM 957 3 troubleshooting 15 33 U user data correct settings 28 removing 39 X X 25 lines 22 26 X 400 account 30 32 ...

Страница 57: ... off 24 20 Out of coverage 25 21 Disabled by network 25 22 Incorrect group 25 23 Network problems 26 24 Network lines down 26 25 Network congestion 26 26 Network busy 26 50 Radio application not installed 27 51 Incompatible software 27 52 Setup failed 28 53 Missing a service 28 54 Service connection s failed 28 55 Email application missing 29 56 Calendar application missing 29 57 Contacts applicat...

Страница 58: ...0 72 Service not found 30 73 Access denied 31 74 Device is not enabled for any services 31 75 Not allowed more instances of a service 31 76 General setup problem 31 77 Invalid service plan 32 78 Invalid version Please upgrade device software 32 79 Invalid data Possible version mismatch 32 80 Incorrect account name for this device 32 81 Server name is incorrect 33 82 Service is not enabled 33 83 Un...

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